Passport Seva Kendra — Disastrous Service

Address:

Kolkata, West Bengal

I heard a lot about the improved system of passport application from my colleagues and my passport expired recently. So, I though I will get the passport done and hence I visited the nearest passport office and at the information desk itself I was welcomed by a professional TCS employee(pun intended). I reached passport office at 10:00 and the person was half an hour late, so I waited for half an hour. The person finally came and asked me what do I need, the counter is not yet open. I said, but the timings are from 10:00 and he said that the counter opens at 11:15, so I waited. He kept talking to one of his colleagues till 11:15 and finally asked me what I needed. I simply asked him what are the documents required for passport renewal, he said just the old passport is required. I also told him that the timing on the board reads 10:00 and if the timing for counter is 11:15, why not change the timings so that the customer do not need to suffer. He did not revert. Anyways, I thought I will apply for passport online and I submitted my application online and there was a waiting period of 1 month. I went for the appointment and submitted my documents, to my amazement they asked me for my marriage certificate as well and I was not told about that either by the person on the counter nor did I get the information while applying for the passport online. I requested the person that I will comeback with the certificate within 2 hours as it would take that much time for me to go home and pick the certificate and come back, but she said she cannot do anything as they will close at 4:00, though they are supposed to be open till 5:00. She asked me to reschedule my appointment and guess what I have to wait for a complete month. I did apply for passport when the system was not privatised and I did not come across these many issues while applying for a fresh passport. With TCS working for passport department and not to forget that its a simple reissue I really feel the quality of services are nothing less than miserable. I was not carrying one original and they did not even create my file and come the next day to submit the missing document, instead asked me to reschedule the appointment. I thought how bad could it be and realized that I will have to wait for another month to get another opportunity to submit the documents and after that have to wait for another month or two to get the passport. Not to mention that I already waited for 1 month to get the 1st opportunity to submit the documents, man those overworked poor saps working 6-7 hours a day.I remember those days when there was no waiting period for submitting documents atleast, people used to fill application and submit the documents directly and the only waiting period was for your passport.Now there is waiting period of 1 month to submit the documents and again if there is a goo[censored]p, there is another waiting period of 1 month and if you goo[censored]p this time forget the amount you've paid. If your file is accepted then there is the waiting period of a month (Actually its something only on papers as I know my colleagues had to wait for almost 2 months to get their passports).I really feel Tata Consultancy Services is making us pay for asking for corruption free system of passport application. I used to look at TATAs as the name to associate confidence and great customer service till this point and thanks TCS for shattering the image. Its a real experience as I am still waiting for my turn on 19/03/2015 to submit my application. I completed the online form on 19/01/2015 and went to submit the documents on 19/02/2015 but was asked to reschedule the appointment.Again, I also heard from one of my friends that he had to pay the inspector as he clearly said it to his face after checking everything "Documents are fine, but I am not sure..." and he did not want to take chances and hence he paid him. So I feel the corruption has not reduced and the harassment has increased for a common man. Way to go TCS and Indian Government...